IT Help Desk Lead - Military veterans preferred

GoWireless (


  full-time   employee

Las Vegas


The IT Support Services Lead role will lead a team of Service Desk members to deliver excellent technical/non-technical support with outstanding communication, customer service, satisfaction, and timeliness.  This position will work with all IT functions and the business in the coordination of the daily IT operational support activities.


Minimum Qualifications

  • Bachelor’s Degree in computer science or a technical degree preferred
  • MSCE and ITIL certification a plus
  • 3-5 years Technical Support experience in a leadership role required
  • Working knowledge of Microsoft technologies including Active Directory, SharePoint and SCCM
  • Working knowledge of networking technologies including TCP/IP, basic routing, and VPNs
  • Knowledge and experience in Digital Media Distribution and Digital Video Recorders/CCTV systems a plus
  • Excellent written and verbal communication skills
  • Must have very strong multi-tasking, organizational and documentation skills
  • Exceptional attention to detail
  • High level of dependability
  • Maintains a positive and respectful attitude.
  • Exerts professionalism
  • Ability to think critically and logically and exercise proper judgment
  • Must be able to meet deadlines
  • Desire to learn and grow with company


Core Duties and Responsibilities

  • Provide technical leadership and coordination with all on-site and offshore IT Service Desk personnel
  • Support the implementation and on-going management of an enterprise level IT Service Desk application
  • Lead and participate in IT projects
  • Develop and demonstrate an understanding of customer and business needs
  • Develop and maintain policies, standards, processes, systems and measurements to manage the IT Asset Portfolio
  • Document IT Service Desk processes and ensure processes are kept up to date
  • Resolve escalated customer and vendor issues
  • Resolve daily issues of a complex scope that impact the team and overall business objectives
  • Support logical user administration for all business and IT applications
  • Support the management of digital signage technologies at the store and corporate locations
  • Support the management of digital video recorders including the understanding of security principals, CCTV systems and video analytics
  • Coordinate the setup of new stores among the IT functions as well as the corporate functions.  This includes very strong communications and scheduling of services and equipment
  • Systems auditing and verifications – ensure installed IT systems are online and functioning correctly within specifications
  • Generate operational reports to provide visibility into the performance of the IT Service Desk


Physical Requirements

  • Extended periods of time standing
  • Lifting up to 50 pounds
  • Occasional bending, stooping, pulling
  • Repetitive motion tasks while doing computer work
  • Exposure to active wireless equipment, signals and transmissions


NOTE:  This job description is not intended to be all-inclusive.  Employee may perform other related duties as negotiated to meet the ongoing needs of the organization